We are seeking an experienced and highly organized Service Manager to oversee and lead our service operations, ensuring exceptional customer satisfaction, operational efficiency, and team performance. The Service Manager will be responsible for managing daily service activities, supervising technical and support staff, maintaining service quality standards, and driving continuous improvement initiatives. The ideal candidate will possess strong leadership, problem-solving, and customer relationship management skills, with the ability to optimize service delivery and achieve business objectives.
Key Responsibilities1. Service Operations Management
- Plan, coordinate, and oversee day-to-day service department activities to ensure timely and efficient service delivery.
- Develop and implement service strategies, policies, and procedures to improve operational effectiveness.
- Monitor service schedules, resource allocation, and workflow efficiency.
- Ensure compliance with company policies, safety regulations, and industry standards.
- Maintain service quality benchmarks and continuously improve service processes.
2. Team Leadership & Staff Management
- Recruit, train, mentor, and evaluate service team members, including technicians, support staff, and coordinators.
- Set performance goals and conduct regular performance reviews.
- Foster a positive, collaborative, and high-performance work environment.
- Identify training needs and coordinate professional development programs.
- Manage staff scheduling, attendance, and productivity.
3. Customer Relationship Management
- Ensure exceptional customer service and maintain high customer satisfaction levels.
- Address and resolve customer complaints, escalations, and service-related issues promptly.
- Build and maintain strong long-term relationships with clients and stakeholders.
- Gather customer feedback and implement service improvements accordingly.
- Communicate effectively with customers regarding service updates and solutions.
4. Financial & Budget Management
- Prepare and manage departmental budgets and control operational expenses.
- Monitor service revenue, profitability, and cost-efficiency metrics.
- Approve quotations, service contracts, and billing processes.
- Identify opportunities for upselling service contracts and additional offerings.
- Prepare regular financial and operational reports for management review.
5. Performance Monitoring & Reporting
- Track and analyze key performance indicators (KPIs) such as response time, resolution time, customer satisfaction, and technician productivity.
- Generate service performance reports and present findings to senior management.
- Implement corrective actions to address service gaps.
- Utilize service management software and reporting tools effectively.
6. Vendor & Inventory Management
- Coordinate with suppliers and vendors for parts, equipment, and service support.
- Manage inventory levels to ensure availability of necessary tools and spare parts.
- Evaluate vendor performance and negotiate service agreements when required.
7. Continuous Improvement & Compliance
- Identify opportunities for process optimization and service innovation.
- Lead quality assurance initiatives and service audits.
- Ensure adherence to health, safety, and environmental standards.
- Stay updated on industry trends, technologies, and best practices.
Required Qualifications
- Bachelor’s degree in Business Administration, Engineering, Operations Management, or related field.
- Proven experience (3–7+ years) in service management, operations management, or a similar leadership role.
- Strong understanding of service operations, customer service principles, and team management.
- Experience with service management systems, CRM software, and reporting tools.
- Excellent communication, negotiation, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Budgeting and financial management experience.
- Ability to work under pressure and manage multiple priorities.
Key Skills & Competencies
- Leadership and Team Development
- Customer Relationship Management
- Operational Planning and Execution
- Conflict Resolution
- Budget Management
- Strategic Thinking
- Process Improvement
- Performance Analysis
- Communication and Negotiation
- Decision-Making
- Time Management
- Technical Aptitude
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
- Flexible schedule
- Provident Fund
Work Location: In person
